Team Demas Orthodontics May 2018

(860) 276-0333 | www.teamdemas.com

THE CASE OF THE LEAKY ROOF

How I Found My ‘Wow’

I was wowed, which doesn’t happen very often these days. Maybe our expectations are higher, or maybe people don’t believe in the value of good customer service anymore. I’ll tell you what, though. The roof specialist provided excellent customer service and delivered for us, and when he asked me to write a review for his business, I said "absolutely." I even had folks call me to ask about using him for their roof, and I told them, “Yes, you’ll be very happy.” We still trust referrals from families and friends because we know those people are going to be honest with us.

When I had my roof done, I hired a contractor who built many homes, though he wasn’t a specialist in roofing. He went through the steps and completed the project, I paid him, and he went on his way.

Come to find out later, the roof leaked.

I was frustrated. I hired someone for a specific service, trusting that they would be able to deliver, and I was let down. The contractor came back a few times, but he was never able to resolve the leaky roof. Mold began growing inside the house to the extent that we had to replace sheet rock. You’d think a contractor would know how to build a roof, but he just wasn’t specialized enough. So, I hired a roof specialist — someone who only does roofing. The first day that he came to my house, he went up on the roof, took pictures, came back down, and went over each area in the pictures with my wife, pointing out where the problems were. He even came back a second time to review his findings with me. Even though I wasn’t there the first time, he was patient enough to return and show me what he found. There were more problems than we’d thought. It wasn’t just a couple shingles that were causing the leak. There were structural issues. Confident in his process, my wife and I gave him the go ahead to fix our roof. I was wowed, which doesn’t happen very often these days. Maybe our expectations are higher, or maybe people don’t believe in the value of good customer service anymore. He did exactly what he said he was going to do. It was so simple, but he went above and beyond for us. He didn’t just replace the roof; he took the time to walk us through his process and make sure we understood the problem and how he was solving it. I never had someone in construction take pictures and go through them with me. I thought it was just a matter of replacing a couple shingles. When he showed me where the leaks were coming from and took the time to help me understand what was going on with our roof, it really was an amazing experience. He replaced the roof, and it stopped leaking.

The key to my wow experience? Roofing was that gentleman’s specialty.

It’s a bit like orthodontics. Sure, there are others who can provide Invisalign. But when you seek a service from someone who doesn’t specialize in it, you’ll sometimes encounter problems, just as I did with my roof.

Often, patients come in expecting that one crooked tooth is the source of their problems when, really, their whole bite is off. Like the roof specialist, I take pictures, and we review how orthodontics can help their bite. We don’t just deliver straight teeth —we deliver smiles.

—Dr. Demas

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(860) 276-0333 | www.teamdemas.com

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